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NC FAST: Updates from Hard Launch 4 “The initial assessment looks good. We are still waiting for the appropriate opportunity to "convert" a case that was brought over from EIS, and we think we have a disability case to attempt this afternoon or tomorrow. A few bugs that were to be expected, but overall initial assessments are great. A little too early to break out the champagne, but much better than we had expected this morning at 7:00……Good job.” — David Atkinson, Carteret County DSS Director

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Professional Development Read Articles and Books Leadership and Self-Deception: Getting Out Of The Box by the Arbinger Institute Network with Each Other Keep it Positive! Check out Relevant Websites: APHSA’s National Workgroup on Integration: http://www.aphsa.org/content/APHSA/en/pathways/NWI.html http://www.aphsa.org/content/APHSA/en/pathways/NWI.html View some Videos ePASS for MA: http://www.youtube.com/watch?v=cr4PCMMD- MA&feature=share&list=UULnptglMR-TF-k2YdNQSXZw&index=1http://www.youtube.com/watch?v=cr4PCMMD- MA&feature=share&list=UULnptglMR-TF-k2YdNQSXZw&index=1 ePASS for SNAP: http://youtu.be/38LVhk3pIjohttp://youtu.be/38LVhk3pIjo Idaho: http://www.ncwss.com/resources/index.htmlhttp://www.ncwss.com/resources/index.html 8

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Supervisors – PAST and PRESENT 9 Often promoted from IMCs to Supervisors Great caseworkers Little Supervisor/Management training Few tools at disposal High degree of policy and system knowledge Feeling lost Overwhelmed Little training Limited system knowledge Want to help struggling staff Management time pressures are intense

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Supervisor Tips: MBWA http://alsblog.cleinman.com/2010/03/management-by-walking-around/11 Too often we find ourselves not interacting with our staff face-to-face but managing them…. via email. Managing By Walking Around Watch and listen Try out their work Bring good news Ask Questions Point them to resources Don’t be critical What is the cost of staying in your office? What is the cost of getting out of your office?

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Background Analyzed current business process related to case load ownership During transitions to NC Fast, found it inefficient to have case ownerships in managing case loads Case banking by issuance dates is effective for multiple reasons: 1. Managing what and when will be issued first 2. Vacancies for the county 3. Backlog issues

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Reasoning NC FAST system allows any caseworker to work a case Allows any capable income maintenance caseworker to work cases based on issuance dates Ensures customers are receiving benefits timely Process is manageable for supervisors during shortages and vacancies

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Process Round robin system of FNS caseworkers to answer phone calls, see customers and process changes All 20 FNS caseworkers will be on rotation Creates “no wrong door” approach for our customers.

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Process Download CSDW report information to Excel  Sort by issuance dates and remove case ownership Assign cases to two different set of teams  Issues assigned issuance dates beginning with the 3rd, 5th, etc with a specific timeframe

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Timeframes and Workload In December each team has 2 ½ days to process each issuance dates. Each issuance date has approximately 36-39 cases to process Ensures every customer that is due benefits on a specific issuance date receives benefits timely

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Challenges Customers reporting Changes Phone calls about cases Customer visits to the Agency Learning Curve for Customers not associating a worker to their case Mind set change for Case workers ownership to customer’s cases

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County Request We are working on strategizing how to further blend our economic services teams. We currently have an application and review team and are planning to merge those teams in the near future. What counties, similarly sized to ours (small to small-medium) could offer advice or suggestions? Thanks! 27